Desktop & Mobility Support Technician

Job Description:

Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and IT-to-IT support for all of Customer's Workforce Enablement product.

Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware.

Experience with asset management. Install, move, add, and change.

Assure that all tickets requiring follow up work and/or calls receive appropriate attention.

Comfortable with face to face interactions as will be required to provide technical support to end users in-person at the customer's site

Executes mobility programs and services supporting employees

Advises managers on mobility policies and practices; gathers and completes required information and applications for

Understand and follow direction provided by the team leads and managers of different Customer products and towers.

Document recurring issues in the Customer Knowledge Base

Document in detail case status and tasks / work completed with end users in the Customer ITSM system

Follow the Customer critical incident process

Follow Customer required safety protocols and complete regular trainings on safety and compliance

Supporting special projects and business analysis as required

Required Qualifications:

Bachelor's degree in IT or 3 years relevant experience

Technologies - Candidate must have 3 years combined experience and be proficient in supporting the following technologies:

Mobile Device Management and Mobile Web Apps, iOS, etc.

Active Directory Administration and Infrastructure Design

Windows 10 Operating System advanced troubleshooting; proficient using Windows registry

Hardware troubleshooting with the ability to pinpoint hardware vs. software issue

General knowledge/troubleshooting for mobile devices and iPads

General knowledge of Microsoft Intune

Printers

Skype Video Conferencing system support

Office 365

Understand and troubleshoot Azure MFA

Desktop imaging

Strong customer service skills

Technical mentor and training coordinator for global L1 and L2 support organizations.

Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among Customer and the impact this may have on service delivery globally, regionally, locally. Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.

Preferred Qualifications:
Support Certifications, desired:

Microsoft Certified Professional

Microsoft Certified Solutions Expert (Messaging; SharePoint)

Microsoft Certified Technology Specialist